AccountId: 011433970860
ContactId: fe292a42-fbcc-4cad-8d99-937c1d9643b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97769 ms
Total Talk Time (AGENT): 39672 ms
Total Talk Time (CUSTOMER): 45581 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/fe292a42-fbcc-4cad-8d99-937c1d9643b7_20250625T14:53_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from SSM Health Sleep Services. I'm just calling to see if my patient requires pre-certification for their uh home sleep study.
[AGENT][NEUTRAL] Pre-cert and pre-op is not required for these policies.
[CUSTOMER][NEUTRAL] Mhm OK perfect and uh you don't need the member's ID or anything like that, right?
[AGENT][NEUTRAL] No, ma'am. If you want me to verify benefits of eligibility, I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, uh, can we check eligibility, uh, whenever you're ready, I have the member ID.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Uh, that'll be 02576684.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, that's gonna be [PII].
[AGENT][NEUTRAL] Thank you. I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name is [PII], last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information. Looks like this plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, alright and then uh do you have a call reference number for today's call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect. All right, thank you so much I really appreciate it. Have a great day.
[AGENT][POSITIVE] You're, you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks. Bye bye.